Service Support
At Plexacet we believe great service doesn’t end at delivery, it begins there. Our post delivery ‘Service Support’ option is available to ensure you get the most out of every solution we provide. Whether something’s not operating as it should, you need to request something new, or you’re just seeking general advice, we make service support simple. To raise a new ‘Service Support’ ticket, simply complete the form below and we’ll be in touch.
To ensure you get the correct response to your ticket, please review the information below.
Ready to raise a ticket?
Login to your ‘Client Portal’ at https://my.plexacet.com
Incident Management
What is an Incident?
An Incident is defined as any unplanned interruption to an IT service, or a reduction in the quality of an IT service.
Incident Prioritisation
This drives the timeframe associated with the handling of an Incident and the time to resolution. In particular this will impact the Service Level Agreements associated with the Incident.
Priority is calculated through a combination of Impact and Urgency. Impact is the affect that an incident has on business and Urgency is the extent to which the Incident’s resolution can bear delay.
For example, if an Incident only impacts a single ‘Business Email’ user the impact is low, in comparison to all ‘Business Email’ service users being offline, which would be High.
Please refer to the following table to ensure Incident’s are raised at the correct priority.
Incident Management
What is an Incident?
An Incident is defined as any unplanned interruption to an IT service, or a reduction in the quality of an IT service.
Incident Prioritisation
This drives the timeframe associated with the handling of an Incident and the time to resolution. In particular this will impact the Service Level Agreements associated with the Incident.
Priority is calculated through a combination of Impact and Urgency. Impact is the affect that an incident has on business and Urgency is the extent to which the Incident’s resolution can bear delay.
For example, if an Incident only impacts a single ‘Business Email’ user the impact is low, in comparison to all ‘Business Email’ service users being offline, which would be High.
Please refer to the following detail to ensure Incident’s are raised at the correct priority.
Incident Prioritisation
Priority 1
Incident Category (Impact Vs Urgency)
Critical
Description
Complete service outage or severe business impact.
Incident Resolution Time
12 business hours.
Examples
Website not available. All ‘Business Email’ users offline.
Priority 2
Incident Category (Impact Vs Urgency)
High
Description
Significant impact, but workaround available. Affects multiple users.
Incident Resolution Time
1 business day.
Examples
Website contact forms are unavailable for users of the website, however they can still make contact via email as a workaround. A number of (but not all) ‘Business Email’ users are unable to send or receive emails.
Priority 3
Incident Category (Impact Vs Urgency)
Medium
Description
Limited impact affecting minor functionality. Affects single user.
Incident Resolution Time
3 business days.
Examples
Minor website configuration errors. Single ‘Business Email’ user offline or ‘Business Email’ password reset.
Priority 4
Incident Category (Impact Vs Urgency)
Low
Description
Minimal impact, cosmetic issues or general enquiries.
Incident Resolution Time
5 business days.
Examples
General service enquiries.
Request Management
What is a Request?
A Service Request is a formal request from a user for something to be provided, such as more ‘Business Email’ accounts, amendments to webpages or new website functionality. Unlike Incidents, Service Requests are planned, repeatable and typically low‑risk.
Request Types
Please refer to the following table to ensure Requests are raised by the correct type.
Request Management
What is a Request?
A Service Request is a formal request from a user for something to be provided, such as more ‘Business Email’ accounts, amendments to webpages or new website functionality. Unlike Incidents, Service Requests are planned, repeatable and typically low‑risk.
Request Types
Please refer to the following detail to ensure Requests are raised by the correct type.
Basic
These are simple ‘add, change, remove’ activities that are included in the Service Support charges.
Fulfilment
5 business days.
Examples
Adding a new simple page to your site, changing page text or images.
Enhanced
These are complex ‘add, change, remove’ activities that are not included in the Service Support charges.
Fulfilment
By project agreement.
Examples
Adding new functionality to a website which is outside of existing scope and involves proof of concept testing. Adding new ‘Business Email’ users accounts.
Any Questions?
Please get in touch if you’ve got any questions about our Service Support.